Royal Borough of Kingston Upon Thames
Tenant Satisfaction Measures 2025/26
CouncilLondon4,493 homesRegulator code 00AX
In 2025/26, 64.3% of Royal Borough of Kingston Upon Thames's tenants in rented homes were satisfied overall with its service (TP01). That is below the median of 70.6% for councils, putting it in the bottom quartile (125th of 160).
That is up 0.3 points on 2024/25. Against other councils, its strongest result was anti-social behaviour and its most room to improve was time taken for repairs.
Compare Royal Borough of Kingston Upon Thames with its peers
Peers by size, region or patch, three-year trends, a what-if tool and a printable report, in the TSM Tracker.
Tenant perception, rented homes
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| TP01Overall satisfaction | 64.3% | 70.6% | Bottom | ▲ +0.3 |
| TP02Satisfaction with repairs | 68.9% | 74.4% | 3rd | ▲ +1.9 |
| TP03Time taken for repairs | 63.0% | 71.3% | Bottom | ▼ −6.1 |
| TP04Well-maintained home | 66.3% | 71.4% | 3rd | ▲ +5.3 |
| TP05Safe home | 72.6% | 76.8% | Bottom | ▲ +2.9 |
| TP06Listens and acts | 52.0% | 60.2% | Bottom | ▲ +1.9 |
| TP07Keeps tenants informed | 74.7% | 71.4% | 2nd | ▲ +0.8 |
| TP08Fair and respectful | 71.1% | 77.0% | Bottom | ▲ +1.7 |
| TP09Complaints handling | 27.1% | 32.3% | Bottom | ▼ −1.0 |
| TP10Communal areas | 67.6% | 66.2% | 2nd | ▲ +11.2 |
| TP11Neighbourhood contribution | 65.8% | 64.2% | 2nd | ▲ +3.7 |
| TP12Anti-social behaviour | 63.0% | 57.6% | Top | ▲ +9.5 |
Repairs & building safety
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 16.1% | 3.6% | Bottom | ▲ +2.1 |
| RP02_1Non-emergency repairs on time | 70.5% | 85.7% | Bottom | ▼ −24.6 |
| RP02_2Emergency repairs on time | 85.5% | 95.2% | Bottom | ▼ −8.3 |
| BS01Gas safety checks | 100.0% | 99.9% | Top | ▲ +3.7 |
| BS02Fire risk assessments | 99.8% | 100.0% | Bottom | ▼ −0.2 |
| BS03Asbestos surveys | 91.9% | 100.0% | Bottom | ▲ +17.9 |
| BS04Legionella assessments | 80.0% | 100.0% | Bottom | ▼ −20.0 |
| BS05Lift safety checks | 100.0% | 100.0% | 2nd | 0.0 |
Complaints & neighbourhood
| Measure | 2025/26 | Median for councils | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 48.7 per 1,000 homes | 51.8 | 2nd | ▲ +0.60 |
| CH01_2Stage 2 complaints rate (lower is better) | 15.0 per 1,000 homes | 10.8 | 3rd | ▲ +4.20 |
| CH02_1Stage 1 responded in time | 74.2% | 88.0% | 3rd | ▲ +18.3 |
| CH02_2Stage 2 responded in time | 59.7% | 86.3% | Bottom | ▲ +1.4 |
| NM01_1ASB cases rate (lower is better) | 12.2 per 1,000 homes | 37.3 | Top | ▼ −1.70 |
| NM01_2Hate incident cases rate (lower is better) | 0.90 per 1,000 homes | 0.60 | 3rd | ▲ +0.50 |
Quartiles and medians compare Royal Borough of Kingston Upon Thames with the councils that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 732 responses, margin of error ±3.3 points.
Other councils in London
Contains public sector information published by the Regulator of Social Housing, licensed under the Open Government Licence v3.0. Map boundaries: ONS Open Geography Portal, Crown copyright and database right, OGL v3.0. Analysis by CX-Feedback.